Topic: Immediate Assistance Needed! Application Hanging up on customers

Good afternoon,

you currently have access to our PFS IVR application.

Issue - When the customer gets to the point of recording their verbal approval, the recording prompt is disconnecting the call. Can you please review and assist ASAP.

P.S. We had an issue which you are working on per the storage of the MP3 recording. Do you think this has any relation to why the calls are ending?

Thanks

Re: Immediate Assistance Needed! Application Hanging up on customers

Hi Marc,

Could you provide us some test data that allows us to reproduce the issue?

Regards,
The QuickFuse Team

Re: Immediate Assistance Needed! Application Hanging up on customers

Yes, please use the following 12 digit account number 087400007000

Use the following banking ABA number 057001971

Use the following checking account # 123456

When you get to the part for recording then you can experience the disconnect.

We are getting client calls it is disconnecting on the regular.

Re: Immediate Assistance Needed! Application Hanging up on customers

Per the recording, after you speak and then press any key it is ending the call. We are getting multiple calls about the issue. If you look at our call logs you will see customers trying multiple times to get the recording done and process their transaction.

Re: Immediate Assistance Needed! Application Hanging up on customers

When you share the application with us, could you allow us all abilities, ie. view, edit flow, edit audio, clone, reshare? Typically we clone your application and make edits to it to test possible solutions, without modifying your original application.

Regards,
The QuickFuse Team

Re: Immediate Assistance Needed! Application Hanging up on customers

Ok you have all sharing rights to the application.

Now we have discovered what may be the issue. When calling the application via the assigned toll free number, the recording prompt will hang up the call. When you have the application call you (Run) the recording prompts work according to plan. it appears to be an issue with the phone line disconnecting. Please advise.

Thanks

Re: Immediate Assistance Needed! Application Hanging up on customers

Hi Marc,

We apologize for the back and forth, but could you also share the databases associated with this application? Please do allow us to read, write and reshare.

Regards,
The QuickFuse Team

Re: Immediate Assistance Needed! Application Hanging up on customers

Good morning,

How do we share our databases? we clicked on all the shared check boxes so all should be shared.

As previously stated, we are only seeing the issue when the toll free number is called. We had to skip the recording prompt in order to get the IVR app working and not upset our client.

We also noticed the application is receiving many repeat calls from our client's customers. It appears the application at certain points is hanging up on the caller. If you look at our call logs from yesterday you will see the duplicate multiple calls. We had one caller call the IVR 13 times.

Can you please address these issues ASAP! We are now in a bad position and will have to consider another IVR App or pointing our phone number back to our old IVR app.

Re: Immediate Assistance Needed! Application Hanging up on customers

Hello,

In the interest of saving time, we went into your account and shared your database with us. For future reference, when you go to 'My Database' and select a table, you can choose to share/upload it with other users.

The reason your app is cutting off is due to a Simple Database (the database built into QuickFuse) flaw. After you record, you insert the recordingURL into the Simple DB. Then you immediately try to fetch that recordingURL. When you run the application, the app proceeds slowly so you can see it go from module to module. However, when you call the toll free number, the application progresses at a normal (much faster) speed. We believe that the Simple DB has not had time to insert the recordingURL before the app is trying to fetch it, resulting in no rows to fetch.

Your 'Get Row from Stack' module doesn't have an error message for 'No row to fetch' which is why the app suddenly cuts off.

Here are a couple options for fixes:

1. After inserting the recordingURL to the simpleDB, don't immediately check for it. On the recording page, you can remove the 'Query Database' and the 'Get Row from Stack' modules that come after the 'Insert into Database' module for both recordings.

2. Create a simple web service to submit the recordingURL to your own database as the built-in simple DB is not 100% reliable.

If you could let us know at what other points exactly the application is hanging up on the caller, and the steps to reproduce these issues, we will certainly look into it.

Regards,
The QuickFuse Team

Re: Immediate Assistance Needed! Application Hanging up on customers

Thanks a bunch. We will take care of the issue per your suggestions.